Home > Customer Care > Customer Service & Policies
Customer Service & Policies
You are important to us. We want your experience with us to be easy and fun. Please let us know if we can help you. Thank you for your support.
30-Day Money Back Guarantee on most itemsóLonger for Major Holidays! (see below)
Sales tax is added to orders with Washington addresses.
Ever After accepts American Express, VISA, MasterCard, or PayPal. We do not accept checks, cash, or CODs.
Ever After will send you two email confirmations. One when you place your order and one when it ships.
If you did not receive your email confirmation, please check the "spam" box of your email before contacting us.
USA: USPS Priority Mail, USPS Express Mail.
International: USPS Priority International, USPS Express International.
Personalized orders may be shipped via another shipping method and shipped directly from the engraver.
For additional shipping and tracking information for Domestic Shipping or International Shipping and Returns Information, click Domestic Shipping or International Shipping in the box at the bottom of this page.
Damage/Loss in Shipping
We take every precaution to make sure your package arrives to you. However, if your package does not arrive, or arrives damaged, please immediately contact us and the shipping carrier. Important: hold onto the merchandise, container and all packing materials until advised otherwise by the shipping carrier. They may need to inspect the merchandise. Ever After is not responsible for a denied claim if you did not keep the merchandise, container and all packing materials. Call the shipping carrier and then email us the information for UPS so we can process the claim. You must file USPS claims.
Call UPS Customer Service at 1-800-PICK-UPS (1-800-742-5877). more UPS.com claim info
If your merchandise is lost or damaged, you can file a claim for indemnity. Claim forms can be picked up at your local post office. You must present the original invoice, packaging, mailing container, and the article(s) (if received) to the Postal Service for inspection when filing a claim for missing or damaged contents. more USPS info
We do not accept returns for candy and food products. If there is a problem with the order, please contact us for advisement.
Personalized item sales are final and cannot be changed or cancelled. Allow extra time for item to be personalized. Although most personalized items are received within 7-14 days, allow up to three weeks prior to an event to allow for unforseen circumstances, such as shipping delays. If the date for your event is soon, email at firstname.lastname@example.org to verify your order will be received in time. We are not responsible if the personalized order is received after the event because you place a last-minute order without verifying the arrival date. Inspect goods immediately. Defective goods must be reported within 7 days. Defective items will be replaced if prior to the event date. No refunds are given on personalized items. Personalized items can be rushed from the engraver for a $15 Rush Fee. This fee is for rushed engraving, and does not rush the shipping time. Upgraded (rushed) shipping is selected separately in the shopping cart.
We do not accept returns for Webkinz. Webkinz come with a secret code and there is not a way to verify if a code has been used once it leaves our store. Once an item leaves our store, we no longer have quality control of an item. We want all of our Webkinz to be fresh-from-the-factory new.
Holiday products are not returnable after the holiday. This includes, but is not limited to, holiday items with the holiday name in the title, i.e., Christmas, Valentine's Day, Easter, Fourth of July, Halloween, Thanksgiving Day.
Notify us prior to shipping return. Ever After must receive returns within 30 days of the date original order was placed.
If you are not happy with your product(s) or wish to return them for any reason, please follow these simples steps:
- Notify email@example.com (more info below). Please state why item is being returned. Ever After is happy to exchange the item or refund your credit card or PayPal. Please notify us of your preference in your email. Include your full name and shipping address.
- Repack the product(s) in the original packaging and include the packing invoice. Items not returned in original packaging or that are packed improperly for a return shipment will not be refunded.
- We do not accept returns for candy and food products. If there is a problem with the order, please contact us for advisement.
- We do not accept returns of any Webkinz product that includes a Webkinz Code, including but not limited to Webkinz, Lil' Kinz, official Webkinz Clothes & Accessories.
- Send back your products(s) with an insured courier. Retain your insurance receipt. Ever After is not responsible for items damaged or lost in transit.
- Notify firstname.lastname@example.org us that a return has been shipped. Include carrier and tracking number.
National Gift-Giving Holiday Returns
Notify us prior to shipping return. Ever After must receive items within 14 days following the next major holiday or within 30 days days of the date original order was placed, whichever is greater, but no more than within 60 days of the date original order was placed.
Ever After does not refund shipping charges and is not responsible for shipping charges on returned items.
Direct Ship Returns
Direct Ship item sales are final and cannot be changed or cancelled. Allow extra time for item to be shipped from manufacturer. The item will ship ground. Allow an extra 5-14 days for processing to the shipping. Allow up to three weeks prior to an event to allow for unforseen circumstances, such as shipping delays. If the date for your event is soon, email us at email@example.com to verify your order will be received in time. We are not responsible if the direct ship order is received after the event because you place a last-minute order without verifying the arrival date. Inspect goods immediately. Defective goods must be reported within 5 business days. Manufacturer reserves the right to replace entire item or send parts if defective. No refunds are given on direct ship items. If you place an order for a direct ship item, it carries a separate shipping charge from other items in the shopping cart. Direct ship shipping charges will not be refunded.
We do not share the information gathered through this web site with any other 3rd party without your express consent. All payment information entered through this web site is done so through a secure server with SSL encryption. For additional Security and Privacy information, please click the Security and Privacy link below.
|About Ever After
Sign Up for News & Special Offers
Security & Privacy
Contact Ever After
[ top ]